MÜŞTERİ DOKÜMANLARINIZI DÖNÜŞTÜRÜN

SAP FORUM İSTANBUL 2014Basit Düşün Fark Yaratmüşteri dokümanlarinizi dönüştürünMartin VogelOpenText

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2

AGENDA

Document Presentment� Introduction

One Platform� Multiple Business Applications – a single communication platform

Customer Experience � Strong marketing tool

Use cases� Examples of implementation

Document PresentmentIntroduction


Communication

Communication (from Latin "communis", meaning to share) is the activity of conveying information through the exchange of thoughts, messages, or information, as by speech, visuals, signals, writing, or behavior.

Communication requires a sender, a message, and a recipient, although the receiver need not bepresent or aware of the sender's intent to communicate at the time of communication; thuscommunication can occur across vast distances in time and space. Communication requires that thecommunicating parties share an area of communicative commonality. The communication process iscomplete once the receiver has understood the message of the sender.

4

Wikipedia.org

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 5Copyright © Open Text Corporation. All rights reserved.

… is to create a document …

Document PresentmentEssential task


… and deliver it in the appropriate format to the right recipient…



… via the appropriate delivery channel.



We need fast response to our document content or layout change request.

Document PresenrtmentSolving customer’s challenges

“

”

We need reducing mailing costs for our outputs.

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”“

”

Our call center is overloaded and therefore expensive.

Consume-to cash is too long.

Our processes driven by multiple applications are expensive. We need savings.

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”“

”“

”

Customers’ fluctuation is really big pain for us.


�Document change request turnaround decreased from 1-2 weeks to less than 24h

OpenText StreamServeCIO experience

“

”

�We support 85+ different types of documents across multiple states with one full time employee and no external consulting resources

�We reduced mailing and distribution cost by 50% per document

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”“

”


�Billing inquiries were cut by half, which led to a significant reduction in call center costs

OpenText StreamServeCOO/CFO experience

�Consume-to-cash was shortened 2-3 days, which had a huge impact on our revolving credit line

�We saved EUR 2.5M annually optimizing the account opening process alone

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”“

”“

”


�Our customer turnover rate was reduced from 25% to under 5%

OpenText StreamServeCMO experience

�We are now putting customer messages and campaigns on our bills, e.g. for fall furnace light-ups

�The solution is pretty easy for a business-oriented person to use

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”“

”“

”


OpenText StreamServeIntegrated, optimized document communication

Improve customer experience: customized, proactive, 360 degree view

Improve operational efficiencies: automate document processes in real-time

Automated and Integrated

PersonalizedTargeted

CommunicationsDocumentGeneration

DocumentDistribution

DocumentConsolidation

DocumentComposition

Archiving

Live individual correspondence

<?xml version="1.0" encoding="utf-8" standalone="no"?><ORDER_ACKNOWLEDGEMENT>

<ORDERACK><Distribution>Pdf</Distribution><Duplicate>Duplicaat/ Herbevestiging</Duplicate><Language>NL</Language> <OrderAckNumber>2807035<><Currency>EUR</Currency><Amount>15.087,50</Amount><VATAmount>2.866,63</VATAmount><Bla</Line>

<ORDERACK_DATE>>

NON-SAP


Channels selection can be fully dynamic, which supports sustainability and decreases costs of delivery.

235metric tons of CO2 per yearsaved by paper reduction

Financial Benefits

100,000 Documents/dayEnvironmental Benefits

> 5 000 000savings per year

20%electronic

80%paper

4.8Mdocuments =

Document Presentment



All templates are output independent and therefore can be shared across all output formats and channels.


One template can alternate in brand or language


One PlatformMultiple Business Applications – a single communication platform

17© 2014 SAP AG or an SAP affiliate company. All rights reserved.

Market challenges

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 181811/4/2014

Organizations must integrate and improve multichannel customer

communications.


Organizations must integrate and improve multichannel customer

communications.


Document Presentment by OpenTextSolving customer’s challenges


SolutionMarketingLine of Business ITFront Office

Must communicate and integrate across channels


Forester Output Management Framework


Before – independent output solutionsBusiness applications


After – integrated unified system

Document Presentment by OpenText


Document Presentment by OpenTextInvolve business users


Busin

ess

Prod

uctio

nDe

sign

StreamServer

Ad-hoc Correspondence Correspondence Reviewer Collector

AFPPDF

PCL

Post-processing

Customer ExperienceStrong marketing support


Great Customer

Experience

Revenue

RetentionReferrals

The importance of customer experience


Direct Impact on the bottom line


Mails discarded without being opened or read


Improved document layout

Color in the invoice

Transactional with graphics

Integration of promotional offers

Segmented personalized messages

Transpromo documentsThe way to marketing efficiency


Web Based tool allowing business users to define, maintain, review and approve business related content without interfering with IT. Time to market is reduced to minutes or hours.

Composition CenterThe web based tool for business/marketing people


Use casesExamples of implementation


Line-of-business users can design and deliver one-to-one messages by includingtargeted content on any type of enterprise document

� Business User Enablement

Enablement for Business Users with OpenText StreamServe Web Tools

Transform ordinary customer communications into powerful, one-to-one marketing channels

� Document Composition

Improve customer, partner and supplier relations by streamlining document-intensive business processes

� Document Process Automation

Consolidate, produce and deliver customized documents when and where you want them

� Enterprise Document Presentment


Improving Operational Efficiencies and Enhancing Customer Communications

Real-time Customer CentricFormatting and Printing

Static Documents

Application Dependent

IT Dependent

Batch

Recipient-drivenOutput-channel Driven

Personalized Documents

Enterprise-wide

Business User

Real-time


Taking Business User Enablement to the Next Level

Line-of-business users can design and deliver one-to-one messages by includingtargeted content on any type of enterprise document

� Business User Enablement

� Document Composition � Enterprise Document Presentment� Document Process Automation

AdHoc and Reviewer

Enhances business processes by extending business user enablement to create, edit and review documents live and in real-time, seamlessly integrated into the customer’s portal


Improving Operational Efficiencies and Enhancing Customer Communications

Real-time Customer CentricFormatting and Printing

Static Documents

Application Dependent

IT Dependent

Batch

Recipient-drivenOutput-channel Driven

Personalized Documents

Enterprise-wide

Business User

Real-time

Departmental Documents

Hundreds of Templates

Lack of Multi-channel Output Automation and Archiving

Poor SAP Integration

Inconsistent Branding

Individual, decentralized


Key Sample Scenarios

LiveDocument

Communication

Create, Review, Edit, Approve Business

Documents

LOB

Campaigns and Program Enrollments

Marketing

Contracts and Quotations

Sales

Call Center Customer Management

Customer Service


Customer Service Communication

Correspondence

Individual Clarification Letter

5

Resolve Customer Case

Follow up transaction4

Identify Customer Issue

Account Status3

Account Overview

View customer details and correspondence

2Identify Account1

Archive Document Image

Interaction Record and Document Image

6


Customer Service Communication – SAP exampleIntegrated into SAP CRM, set as Workcenter

Slide 41

Optimize CSR service timeSeamless SAP integration:

data and UIRules, predefined and

live editable and protected content for CSR

Integration in central document production for optimized printing and mailing

Multi-channel distribution based on single template

Customer Service Manager


Quotation Process

Create Quotation2

Create Individual Quotation Document

Quotation Document, Pricing Details

3

Create Contract or Order5

Update Business Workspace

Send letter & correspondence

6

Review and Accept Quotation

Quotation Document, Pricing Details

4

Manager

Collect and Create Account Data

Customer Fact Sheet1

Key AccountManager


SAP Integrated centralized approval process support to centrally control, review and release outgoing communication

Enable business users Review, Edit, Approve or Reject all outgoing communication

Use business rules to centrally trigger approval workflows at any level or granularity

Automate workflow and collaboration for all document processes where user interaction is needed

Integrated approval for SAP CRM Business roles or tied to specific SAP users

Customer Quotation –SAP exampleIntegrated into SAP CRM, set as an Assignment block

Slide 43

Key Account Manager


Managing Content on Documents

Manager

Publish

Approve and Publish Content

2

Create Document Content

Edit and previewDefine Rules

1

Customer Interaction

Exact Image4

Execution

Mass productionIndividual Documents

3


Business User EnablementCreate and manage targeted messages and correspondence

Integrated into an SAP screen SAP CRM with SSO

Maintain content in real-time

SAP data for rules and personalization

“As a Business User working in SAP GUI I want to have direct access to Composition Center without the need to go to an external location to do my document composition tasks. …”

LOB


Key Benefits

Seamlessly integrated into SAP CRM and Interaction Center

Consistent branding and corporate identity through centralized templates

Leverage review and approval functionality

Archive integration ensures compliance and easy search and retrieval

Roles based access and security

Integration with enterprise multi-channel and printing for reliable and cost efficient distribution

Efficient document creation: real-time, template and rules based creation of documents and individual letters

Personalized and editable customer correspondence

Eliminate manual processes and use of Word templates

Delivered via customer preferred communication channels

© 2014 SAP AG or an SAP affiliate company. All rights reserved.

Teşekkürler – Thank You!Contact Information:

Martin VogelGlobal Solution [email protected]+420 221 899 141

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